Playa Grande Resort & Grand Spa

First, I want to say that Playa Grande has a lot of really great employees – they will greet you with a friendly smile and a helpful attitude. We have spent a lot of time at Playa Grande, since its very beginning, and have always been advocates. Many employees know us and they are like a second family to us. In the last twelve months, we’ve spent eight weeks there – in the twelve months before, probably more. This has been all-inclusive; so, some good business for them. It is the employees that have kept us going back – not the rooms, expensive meal plan or even the location. The customer-facing employees are Playa Grande’s greatest asset! I’ve only written very positive reviews in the past and I had to think about whether to post this one. At least a couple other recent reviews have noted that Miriam, who served in the pool area, is no longer there. This is true and appears to be indicative of a management problem and trend. She was known as the best for customer satisfaction in the pool area and also was clearly a top revenue producer for pool service. We were there, seated in her area, when they parted ways with her. Her supervisor handled it poorly – mid afternoon at the pool, she was told to close out her tickets and gather her belongings – customers were confused – employees were confused wondering “Why?” and “Who’s next?”. It was certainly a topic of conversation for the afternoon. Miriam is a strong person and likely kept management informed on what was required to build customer loyalty – I can only assume honest feedback is not welcomed these days – if so, that’s a problem. We have a couple trips already planned to Playa Grande, one with guests, and we’ll complete those. For next year we’ll evaluate our plans. As a long-term customer, my advice would be that Customer Service, and retaining employees that provide the best of it, needs to be the management focus as opposed to any internal politics.

Have been coming down to the Playa Grade for several years and have really enjoyed our time. Was sad to hear about Miriam being let go. She had the best customer service. Always helping find chairs so families could be together. She went above and beyond for her customers. We return year after year because of the good employees, they provide good service and friendly faces.

Playa grande lobby bar Amazing service, people and food here at playa grande would highly recommend for anyone looking for a amazing place to vacation

Great service all around! Julio in the Sports bar was extremely attentive and super nice.

Carlos was great at the sports bar